Customer/Technical Support Associate

Honest Networks

3d•$18 - $24•Remote

About The Position

Honest Networks is hiring a technical support specialist to join its growing Customer Support team. The role focuses on helping internet subscribers maintain fast, stable, and secure internet connections and troubleshooting LAN issues in a friendly and professional manner. The position handles a range of customer needs, from questions about the service and billing to advanced technical troubleshooting, and works with engineers, field technicians, and customer support personnel. The role may include evening or weekend shifts and requires availability during EST work hours, including the ability to work outside normal business hours.

Requirements

Must be able to work EST work hours.
Outstanding customer service, including a friendly demeanor, sincere empathy for customer issues and frustrations, and responsiveness to support tickets and issues.
Comfortable working across multiple communication channels simultaneously, including email, text, phone calls, and live chat.
At least 1 year of experience in technical support, help desk, or another IT-related customer-facing role.
Comfortable working in a command line interface (CLI).
Ability to work outside normal business hours.
Comfortable working remotely through on-site technicians to resolve customer issues.
Friendly and enthusiastic, with excellent communication skills.
Self-motivated and driven, able to take initiative and proactively identify and address opportunities and challenges.
Able to stay calm and clear-headed when dealing with angry customers and time-sensitive troubleshooting.
Technically savvy and comfortable with a variety of residential and small business customer setups.

Nice To Haves

Experience as an installation technician or other field experience is strongly preferred.
CompTIA Network+ or equivalent certification is a bonus.
Bilingual in Spanish or Mandarin.

Responsibilities

Handle incoming customer communications by phone, text, web chat, and email, including service inquiries, billing questions, and advanced technical troubleshooting.
Set up and troubleshoot WAN, LAN, and cloud network technologies and infrastructure devices such as routers, switches, firewalls, VPNs, access points, and extenders.
Troubleshoot customer issues remotely and resolve support tickets.
Use enterprise IT and networking programs, including Slack, GSuite, Atlassian, LibreNMS, and Salesforce FSL/Service Cloud.
Create and maintain internal documentation for training and reference.
Work closely with Honest engineers, field technicians, and customer support personnel.